Which two tools can be used to capture metrics in a support environment? (Choose two)

A. Call logging system.

B. ACD (Automatic Call Distributor).

C. Spreadsheet.

D. Instant messaging.

What are two commonly used problem identification methods for extracting information from customers? (Choose 2)

A. Unstructured information gathering.

B. Structured information gathering.

C. Logical analysis.

D. Root cause discussions.

What is a common method used to analyse measurements? (Choose 1)

A. Root cause analysis.

B. Current state assessment.

C. Service level agreements.

D. Trend analysis.

What is unstructured information gathering? (Choose 1)

A. Not using acronyms and speaking at the customer's level.

B. Asking questions in a free-form manner.

C. Identifying what happened vs. what was expected.

D. Using open questions to get customers to talk.

What is the key benefit of root cause analysis? (Choose 1)

A. Calls for specific types of problem can be reduced or eliminated.

B. Better knowledge management procedures.

C. Cost and expense can be justified.

D. The cost per problem is reduced.

A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask? (Choose 1)

A. What application are you trying to print from?

B. Can anyone else print to the printer?

C. Is your printer LAN connected?

D. Is your printer networked?

What are three advantages of performing system backups? (Choose three)

A. It protects the integrity of data.

B. It saves time for the organisation.

C. It assists the organisation recover following a disaster.

D. It protects the integrity of files.

E. It provides ease of access to systems.

What is unstructured information gathering? (Choose 1)

A. Asking questions in a free-form manner.

B. Not using acronyms and speaking at the customer's level.

C. Identifying what happened vs. what was expected.

D. Using open questions to get customers to talk.

Which are two characteristics of active listeners? (Choose two)

A. They acknowledge the customer.

B. They restate/paraphrase to ensure understanding.

C. They understand that evidence and reasoning are critical.

D. They know the process for escalating a problem.

You think one of your help desk analysts is suffering from stress. Which two physical signs best indicate the analyst is experiencing stress? (Choose two)

A. They have a pallid complexion.

B. They have a new wardrobe of clothes.

C. They often seem short of breath.

D. They bite their fingernails.

E. They seem tense and often have white knuckles.